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DAS One Stop Service Portal
November 18, 2010
Project Summary
The Department of Administrative Services (DAS), Office of Information Technology (OIT) offers several
IT services to all state agencies. However, an end-user (outside of DAS-OIT) seemingly needs to
understand the organizational structure to determine where to go on the webpage or who to call in the
office in an attempt to find the correct contact who can speak to services provided. DAS’ website
displays its IT services but it is neither user-friendly nor categorized at an appropriate level. Users
often miss opportunities to use DAS’ services and the DAS Advertising Project was initiated to alleviate
this problem. One service that is not available is a resource for properly orienting and/or training the
end-user on how to successfully implement and/or integrate IT services into the workflow (e.g.,
SharePoint).
Project Goal
The project objective is to increase awareness of IT services offered by DAS OIT.
1. A customer-friendly service catalog (using DAS/OIT framework) will be displayed on webpage.
2. An intake form for potential customers created to align DAS OIT services with request.
3. A baseline established to measure webpage “hits”. Six months after implementation of
recommendations, use website counter to measure activity.
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Project Outcome
A customer-friendly service catalog.
An intake form for potential customers.
A small scale business services package (IT Service Bundle).
An email ad campaign (brochure) used to increase visibility to DAS/OIT Services.
Project Benefits
DAS-OIT has various work units that can offer a multitude of beneficial services to end-users outside of
IT. However, the end-user outside of IT does not currently have a single portal as a "go to" in order to
ascertain whether the service they need is available, what the cost might be and/or a point of contact to
discuss implementation/integration of any such service (i.e., pre-requisite software or hardware
necessary prior to implementation, etc.).
Project Team
For more information about this project, contact team members
Ben Hooker — [email protected]
Nahshon Moore – [email protected]
Latha Rao – [email protected]
Jessica Schuster – [email protected]
Kalinda Watson – Kalinda.W [email protected]
Mentor – Coach: Nelson Gonzalez
DAS One S top IT SOLUTIONSNew & Improved IT delivery from DAS / OIT
Want to learn more? Visit the following site
WWW.DASonestop.com or
Call 614-555-5555
5432 North High StreetColumbus, OH 43215555.555.5555 ph 555.666.6666faxwww.DASonestop.com
DAS One Stop
I T S er v ic e Ca t a l ogS ma l l B us i nes s Pack ages
Cus t omi z ed I T s o l u t ionssuppo r t
DAS One Stop
As an ongoing effort to provide
improved service to our customers at the State of Ohio,
we have redesigned our IT services catalog. We also offer
new business package solutions and customized solutions
that can fit your business needs.
These solutions can save money to your IT department and your
organization. For example, when we buy windows licenses in
bulk and we pay a cheaper price. We paas the discounts to the
agencies. When multiple agencies share the services we learn
from each other to produce sound technology solutions.
Following are the some of the IT solutions that DAS offers.
• Application•Communications • Data Exchange.• Network• Server• Storage
DAS One Stop
WE’VE WORKED WITH A DIVERSE CUSTOMER BASE. HOW CAN WE HELP YOU?Please visit us at www.DASonestop.com or call us 614-555-5555
IT SUPPORT SOLUTIONS
• APPLICATION
• COMMUNICATIONS
• DATA EXCHANGE
• NETWORK
• SERVER
• STORAGE
DAS One Stop IT solutions that work for your business.YO UR RE SO UR CE FO R YO UR IN FO RM AT IO N T EC HN OLOG Y N EE DS
Want to Know more about the DAS One Stop IT services ?
Visit us at www.DASonestop.com
Or Call us at 614-555-5555
flexible solutions for your business needs
IT SERVICES CATALOGI T S e r v i c e s c a t a l o g d i s p l a y s a l l t h e I T
S e r v i e s t h a t D A S O n e S t o p o f f e r s . A w id e
v a r i e t y o f s e r v i c e s i n c l u d i n g , O S r e l a t e d
s e r v i e s , N e t w o r k i n g s e r v i c e s , S e r v e r
r e l a t e d s e r v i c e s , D o c u m e n t s e r v i e s ,
I m a g i n g s e r v i c e s e t c . c a n b e f o u n d i n t h i s
c a t a l o g . T h e s e a r e g r o u p e d a p p r o p r i a t e l y
s o t h a t o u r c u s t o m e r c a n e a s i l y f i n d t h e
s e r v i c e s t h a t S t a t e o f o h io n e e d .
BUSINESS PAC KAGE SOLUTIONSFrom our past experience with several
agencies, we have a general idea of what a
small office that is going to start will need.
These include email servies, sharepoint
services, phone services. Buying this package
will save you money instead of buying
individual services. This helps us manage the
services provided to you better creating a win-
win solutions.
CUSTOM SOLUTION SNot sure what you’re looking for? Complete the
Intake Form and our representatives will contact
you and guide you through the solution
selection process.
Intake form
IT Serv ices Cata logView our updated solution catalog which includes
service descriptions, cost, billing cycles, etc.
Please click on the following link to explore the IT
Catalog and solution perquisites.
IT Catalog
BU SINESS Package So lu t ions
This is a sample business package for any line of
business with a goal to improve organizational
effectiveness. Select the link below to view the
business package.
Business Package
CUSTOM SOLUTIONSCustom Solutions are there to help you have a general idea of what you need, but not sure which
services in the catalog to choose. You can fill out a intake form and which will help us determine
what you need and our IT representative will call you to discuss the solutions package for you. We
will also give samplee intake forms to help you with filling your intake form.
Department of Administrative Services Office of Information Technology
IT Solutions Customer Intake Form
Date
Contact Information
Name
Department
Phone Number
Email Address
Diagnosis of Needed IT Support Service
OIT Service of Interest
Description of Business Need (Objective of the Project)
Option Analysis (Alternative Solutions Considered)
Current Operating System
Agency Priority Anticipated Date of Completion
WE’VE WORKED WITH A DIVERSE CUSTOMER BASE. HOW CAN WE HELP YOU?
SUBMIT
0
Service Catalog
1
Contents Application Integration ........................................................................................................................ 3
Business Intelligence and Reporting ..................................................................................................... 3
Database Support ................................................................................................................................ 3
Enterprise Geocoding .......................................................................................................................... 3
Exchange Mail ..................................................................................................................................... 3
GIS Hosting .......................................................................................................................................... 3
LEADS MARCS Law Enforcement .......................................................................................................... 3
SharePoint ........................................................................................................................................... 4
Timekeeping ........................................................................................................................................ 4
GIS Hosting .......................................................................................................................................... 4
Call Center Management ..................................................................................................................... 5
Centrex................................................................................................................................................ 5
ePayment Business .............................................................................................................................. 6
Ohio Business Gateway ....................................................................................................................... 6
Shared File........................................................................................................................................... 6
Shared Web Hosting ............................................................................................................................ 6
Aggregated Port Management ............................................................................................................. 7
Auto Attendant-Shared Port ................................................................................................................ 7
Client VPN ........................................................................................................................................... 7
Connection Management .................................................................................................................... 7
Customized Datacenter (Name change = dedicated network) .............................................................. 7
Firewall................................................................................................................................................ 7
LAN Connectivity ................................................................................................................................. 7
Ohio.gov Backbone .............................................................................................................................. 8
Remote Access .................................................................................................................................... 8
SecureAuthentication .......................................................................................................................... 8
Server Virtualization ............................................................................................................................ 8
Virtual Connection ............................................................................................................................... 8
AIX Systems ......................................................................................................................................... 9
2
Linux.................................................................................................................................................... 9
Mainframe Systems ............................................................................................................................. 9
Windows Servers ................................................................................................................................. 9
Tier 1 Disk Storage ............................................................................................................................. 10
Tier 2 Disk Storage ............................................................................................................................. 10
Tier 3 Snapshot .................................................................................................................................. 10
Open Storage Management ............................................................................................................... 10
3
Service Category
Name of Service
Description Service Items
Cost Unit Billing Cycle
Applications Application
Integration
Application Integration Services is a combination of Data Exchange and Electronic Data Interchange (EDI) functionality to provide comprehensive data integration. Data Exchange allows unattended delivery of any electronic data format to a customer agency
Endpoint (Mailbox)
$60.01 Per Endpoint Monthly Message $0.83 Per Message Monthly KB $0.11 Per KB Monthly
Applications Business
Intelligence
and Reporting
OIT provides enterprise business intelligence and reporting via Cognos Software Suite. Cognos can be used to schedule and automatically distribute managed reports. Users can also develop reports on an ad hoc basis and store them for repeated use
Enterprise Business and Intelligence Reporting Service
N/A N/A N/A Applications
Database
Support
Database Support Services provide support for database implementation and usage
Database Service
$124 Per Hour Monthly Applications
Enterprise
Geocoding
Geocoding is the process of determining associated geographic coordinates (often expressed as latitude and longitude) from other geographic data, such as street addresses or zip codes (postal codes
Enterprise Geocoding Service
$0.01 Per Transaction Monthly
Applications
Exchange
Microsoft Exchange Mail Services provide integrated e-mail and information management
Exchange Standard (1 GB mailbox limit $4.50 Per User Monthly
Applications
GIS Hosting
GIS Hosting Services deliver dynamic maps, spatial content, and spatial analysis via the Internet
Geodata Hosting
$526.24 Per Subscriber Monthly
Applications
LEADS MARCS
Law
Enforcement
OIT provides the MARCS (Multi-Agency Radio Communication System) Law Enforcement Automated Data System (LEADS) service
LEADS Service
$40 Per Unit Monthly
4
Applications
SharePoint
OIT offers Microsoft Office SharePoint Server 2007 portal setup and hosting services for agencies interested in internal collaboration, external collaboration, organizational portals, business process workflow, and business intelligence.
SharePoint Service
N/A N/A N/A Applications
Timekeeping OIT offers Kronos timekeeping software. This software automates the employee clock-in and clock-out process, and allows for direct uploads of employee work hours to the State’s payroll system.
Kronos Timekeeping
$2 Per Person Monthly Applications
GIS Hosting
GIS Hosting Services deliver dynamic maps, spatial content, and spatial analysis via the Internet
Geodata Hosting
$526.24 Per Subscriber Monthly
Geoprocessing Service Hosting $782.62
Per Subscriber Monthly
GIS Map Application Hosting $1,577.06
Per Subscriber Monthly
5
Service Category
Name of Service Description
Service Items Cost Unit
Billing Cycle
Communications Call
Center
Manage
ment
OIT provides production reports related to auto attendant information such as call volume, wait times, etc. to customers with call center environment
ACD Service
$58 Per Position Monthly
Communications
Centrex
Centrex is a central office network-based telecommunications service for voice and data that is provided via AT&T.
Centrex Support Service
$4.25 Per Line Monthly
6
Service Category
Name of Service Description
Service Items Cost Unit
Billing Cycle
Data Exchange ePayment
Business
OIT’s ePayment Business Solutions service allows state agencies to make payments to other state agencies and organizations electronically
ePayment Business Solutions Service
N/A N/A N/A Data Exchange
Ohio
Business
Gateway
Ohio’s businesses can file and pay business taxes and premiums over the Internet. The Ohio Business Gateway reduces the paperwork burden to businesses reporting information to Ohio agencies
Ohio Business Gateway
N/A N/A N/A Data Exchange
Shared File
OIT’s Shared File Services provide a network drive where users can back up their files from their personal computers.
Shared File Service
$0.00 Per MB Monthly Data Exchange
Shared Web
Hosting
The Shared Web Hosting Environment is a public facing internet environment for agency websites and SQL applications
Basic, Dynamic & Application Site Hosting N/A N/A N/A
7
Service Category
Name of Service Description
Service Items Cost Unit
Billing Cycle
Network
Aggregated
Port
Management
OIT’s Aggregated Port Management service provides a physical Ethernet port on an OIT core device. This port allows the customer to use the services of multiple transport providers
Aggregated Port Management $262.17 Per Port Monthly
Network
Auto
Attendant-
Shared Port
This is a call processing service that allows customers to develop menu driven call routing.
Auto Attendant Shared Port Service $35 Per Port
Network
Client VPN
Virtual Private Network (VPN) technology provides a secure method to transport data that is considered critical or private over an insecure network such as the Internet
Client VPN Service
$2.30 Per Client
Per Month
Network
Connection
Management
OIT’s Connection Management Service provides Wide Area Network (WAN) support and OIT management services for connections internal to a customer agency network. OIT will actively monitor both the hub site and the remote site equipment, regardless of whether that equipment is owned by the customer or OIT.
Connection Management Service
$174
Per Connection Monthly
Network Customized
Datacenter
(Name change
= dedicated
network)
OIT offers dedicated network services that provide a network environment dedicated to a specific customer and designed to house their critical servers and applications
Dedicated Network
$19,360 Per Network Monthly
Network
Firewall
OIT managed Firewall Services protects the agency’s network against unauthorized users by limiting pass through data
Firewall Service
$2,030.17 Per Firewall Monthly
Network
LAN
Connectivity
OIT provides high-speed Local Area Network (LAN) connectivity from agency desktop environments to the State of Ohio’s resources and the Internet
LAN Connectivity Service
$29.95 Per User Monthly
8
Network
Ohio.gov
Backbone
The Ohio.gov Backbone is the core State network. This service provides functionality previously only provided through individual or optional services and includes unlimited DNS support, VPN services, equipment depreciation, and backbone bandwidth
Ohio.gov Backbone Service
$806 Per Port MB Monthly
Internet Bandwidth Access $15 Per MB Monthly
Network
Remote Access
Remote Access Services enable local and long distance dial-up network connections for access to OIT-supported systems, agency systems and network resources, and the Internet
RAS Service
$14.22 Per User Monthly RAS 800 Service $0.04
Per Minute Monthly
Network
Secure
Authenticatio
n
OIT’s Secure Authentication service provides a managed two-factor user authentication solution to protect an agency’s valuable network assets
Secure Authentication Service
$11.12 Per Token Monthly
Network Server
Virtualization
Server virtualization converts physical servers into multiple virtual environments
Server Virtualization Service, Customer Managed $145
Per Server Monthly
Network
Virtual
Connection
OIT’s Virtual Connection Service allows customers to use the Metro Ethernet services of various providers
Virtual Connection Service
$43
Per Connection Monthly
Virtual Connection Bandwidth $1.50
Per Connection Monthly
9
Service Category
Name of Service Description
Service Items Cost Unit
Billing Cycle
Server AIX Systems
Advanced Interactive EXecutive (AIX) is a proprietary UNIX operating system developed and sold by IBM for several computer platforms. The AIX Service enables customers to develop applications and/or databases without incurring the cost of setting up and maintaining an operating system environment
AIX system services
$257.31 Per Server Monthly
Speed/CPU GHz $59.65 Per GHz Monthly Memory $2.10 Per GB Monthly
Server
Linux
The Linux Systems service provides installation, maintenance, support and administration of the Linux operating system software. Hardware installation, maintenance, and support are also provided
Linux Systems (Physical Server)
$486.36
Per Connection Monthly
Linux (Virtual Managed) $291.00
Per Connection Monthly
Linux (Virtual Unmanaged) $145.00
Per Connection Monthly
Server
Mainframe
Systems
OIT’s Mainframe System Services offer via two IBM mainframe computers with a combined processing speed rating that exceeds two billion instructions per second
Mainframe System Service
$250 Per Hour Monthly Mainframe Tape Services $1.16
Per Cartridge Monthly
Mainframe Virtual Tape Services $0.00 Per MB Monthly
Server
Windows
Servers
OIT offers Windows Server Services through which server specifications and server management is provided.
Windows Server
$450 Per Server Monthly
Disk Storage $0.75 Per GB Monthly
10
Service Category
Name of Service Description
Service Items Cost Unit
Billing Cycle
Storage Tier 1 Disk
Storage
The Tier 1 Disk Storage Service is comprised of high-performance, highly reliable, fully redundant storage subsystems attached to a redundant Storage Area Network (SAN).
Tier 1 Disk Storage
$0.75 Per GB Monthly Storage
Tier 2 Disk
Storage
The Tier 2 Disk Storage Service provides a lower-cost, non-enterprise level storage subsystem attached to a redundant Storage Area Network (SAN).
Tier 2 Disk Storage
$0.55 Per GB Monthly Storage
Tier 3
Snapshot
Tier 3 Snapshot Services is the least expensive level of disk storage available from OIT. Snapshots offer a point-in-time, read-only version of a disk, and are useful for backups and data mining.
Tier 3 Snapshot
$0.35 Per GB Monthly Storage
Open Storage
Management
The Open Storage Management Services uses IBM Tivoli Storage Manager software for tape management.
Open Storage Management Service $0.68 Per GB Monthly
WE’VE WORKED WITH A DIVERSE CUSTOMER BASE. HOW CAN WE HELP YOU? Please visit us at www.DASonestop.com or call us 614-555-5555
IT SUPPORT SOLUTIONS • APPLICATION • COMMUNICATION • DATA EXCHANGE •NETWORK • SERVER • STORAGE
DAS One Stop IT Solutions for your business needs OUR RESOURCE FOR YOUR IT NEEDS If you want to know more about the DAS One Stop IT services: Visit us at www.DASonestop.com Or Call us at 614-555-5555
The opportunity many seek is to improve Organizational Effectiveness through:
team collaboration;
content management; and
issue tracking.
The business case, however, is best relayed as:
One popular bundle OIT offers to achieve the items noted above includes:
CUSTOM SOLUTIONS Not sure what you’re looking for? Complete
the Intake Form and our representatives will
contact you and guide you through the
solution selection process.
Intake form IT SERVICES CATALOG View our updated solution catalog which includes
service descriptions, cost, billing cycles, etc.
Please click on the following link to explore the IT
Catalog and solution perquisites.
IT Catalog BUSINESS PACKAGE SOLUT IONS This is a sample business package for any line of
business with a goal to improve organizational
effectiveness. Select the link below to view the
business package.
Business Package
Project – DAS One Stop
Final Report
November 9, 2010
Team Members Ben Hooker
Nahshon Moore Latha Rao
Jessica Schuster Kalinda Watson
- 2 -
Table of Contents
Project Identification…………………………………………………………………………………………………………… 3
Business Case………………………………………………………………………………………………………………………… 3
Statement of Work………………………………………………………………………………………………………………. 4
Project Objective………………………………………………………………………………………………………………….. 4
Project Deliverables……………………………………………………………………………………………………………… 4
Project Out of Scope…………………………………………………………………………………………………………….. 4
Project Organization……………………………………………………………………………………………………………. 5
Work Breakdown Structure………………………………………………………………………………………………. 5
Initial Defined Risk………………………………………………………………………………………………………………. 6
Budget……………………………………………………………………………………………………………………………………… 6
Assumptions/Constraints…………………………………………………………………………………………………… 6
Acceptance Criteria……………………………………………………………………………………………………………… 7
Team Recommendations…………………………………………………………………………………………………….. 8
Exhibits…………………………………………………………………………………………………………………………………… 9
- 3 -
PROJECT IDENTIFICATION
Project Name: DAS One Stop
Project Sponsor: DAS OIT
Agency Name: DAS
Project Manager: Ben Hooker
Date Created: October 2010
BUSINESS CASE
The Department of Administrative Services (DAS), Office of Information Technology
(OIT) offers several IT services to all state agencies. However, an end-user (outside of
DAS-OIT) seemingly needs to understand the organizational structure to determine
where to go on the webpage or who to call in the office in an attempt to find the
correct contact who can speak to services provided. DAS’ website displays its IT
services but it is neither user-friendly nor categorized at an appropriate level. Users
often miss opportunities to use DAS’ services and the DAS Advertising Project was
initiated to alleviate this problem. One service that is not available is a resource for
properly orienting and/or training the end-user on how to successfully implement
and/or integrate IT services into the workflow (e.g., SharePoint).
DAS-OIT has various work units that can offer a multitude of beneficial services to
end-users outside of IT. However, the end-user outside of IT does not currently have a
single portal as a "go to" in order to ascertain whether the service they need is available,
what the cost might be and/or a point of contact to discuss
implementation/integration of any such service (i.e., pre-requisite software or
hardware necessary prior to implementation, etc.). See Exhibit A for the Project
Charter and the team’s assessment of the issue displayed in Exhibit A.1 Fishbone
Diagram.
- 4 -
STATEMENT OF WORK
Project Objective
The project objective is to increase awareness of IT services offered by DAS OIT.
Conditions of satisfaction include:
1. A customer-friendly service catalog (using DAS/OIT framework) will be displayed
on webpage.
2. An intake form for potential customers created to align DAS OIT services with
request.
3. A baseline established to measure webpage “hits”. Six months after
implementation of recommendations, use website counter to measure activity.
4. Project completed by November 9, 2010.
Project Deliverables – In Scope
1. A customer-friendly service catalog.
2. An intake form for potential customers.
3. A small scale business services package (IT Service Bundle).
4. An email ad campaign (brochure) used to increase visibility to DAS/OIT Services.
See Exhibit B for the project schedule.
Project Out of Scope
1. The focus of this project is to market the IT services that DAS provides for other
agencies (repeatable processes); however, other services offered by DAS are out of
scope for this project.
2. There will be no web hosting of the intake form.
3. Only a small scale business services package will be created, other packages are
not within the scope of this project.
- 5 -
PROJECT ORGANIZATION
Human resources for this project include:
• DAS OIT, Project Sponsor
• Ben Hooker, Project Manager
• Nahshon Moore, Project Coordinator
• Latha Rao, Project Communications
• Jessica Schuster, Project Team Communications
• Kalinda Watson, Project Finance/Budget
See Exhibit D for the Responsibility Assignment Matrix and Exhibit G.1 for the
project Communication Plan.
WORK BREAKDOWN STRUCTURE
- 6 -
INITIAL DEFINED RISKS
1. Schedule conflicts: students’ personal schedules, work load, and resources.
2. Agencies direction might change from time we gathered requirement till the time
the project is implemented
3. Administration changes could impact completion of project.
4. Technology changes.
See Exhibit G.4 for our team’s response to the project’s identified risk and Exhibit H
for our Risk Breakdown Structure.
BUDGET
Initial estimate of this project is roughly around $7,500 which includes 150 hours from
project team members; and is based on a blended rate of $50 an hour per resource. For
the complete Project Procurement Plan, see Exhibit G.2.
ASSUMPTIONS / CONSTRAINTS
1. We assume that all solutions offered in catalog and bundle will be available as
enterprise solutions.
2. We assume that we will have agency buy-in.
3. The State’s possibly of administration changes are an inherent constraint to the
project.
- 7 -
ACCEPTANCE CRITERIA
To ensure the quality of the project, we have developed the following acceptance
criteria:
• A customer-friendly service catalog.
• An intake form for potential customers.
• A small scale business services package (IT Service Bundle).
• An email ad campaign (brochure) used to increase visibility to DAS/OIT Services.
In addition, we have developed a Quality Management Plan, see Exhibit G.3.
- 8 -
TEAM RECOMMENDATIONS
Our team recommends the following for implementation:
• Ad Campaign
In order to increase visibility through an email ad campaign and better inform
individuals/agencies of service offerings, we recommend an ad campaign that
consists of an informational brochure (Exhibit J.1), and correspondence to the
appropriate individuals to facilitate the campaign (Exhibit J.5 and J.6).
• Intake Form
To properly assess potential customers’ needs, we recommend a customer
intake form. See Exhibit J.3 for a sample intake form.
• Service Catalog
We recommend improving the current IT Service Catalog by making it more
user-friendly (organizing the categories of service and a naming convention
that is more descriptive). See Exhibit J.2 for a sample service catalog.
• IT Service Bundle
Finally, we recommend creating an initial service offering that captures what
most business units are interested in obtaining.
- 9 -
Exhibits
A. Project Charter
A.1. Fishbone Diagram
B. Project Schedule
C. Work Breakdown Structure
D. Responsibility Assignment Matrix
E. Weekly Team Agendas
F. Weekly Team Meeting Minutes
G. Project Plans
G.1. Communication Plan
G.2. Procurement Plan
G.3. Quality Plan
G.4. Risk Plan/Log
H. Risk Breakdown Structure
I. Project Power Point Presentation
J. Project Products
J.1. Brochure (Ad Campaign)
J.2. Service Catalog
J.3. Intake Form
J.4. IT Service Bundle
J.5. Communication Correspondence-1st Contact
J.6. Communication Correspondence-Collaboration
Project Management Course
November 9, 2010
Ben Hooker, DAS
Nahshon Moore, JFS
Latha Rao, BWC
Jessica Schuster, DAS
Kalinda Watson, COM
Introduction
• Ben Hooker, Department of Administrative Services • Nahshon Moore, Job and Family Services • Latha Rao, Bureau of Worker’s Compensation • Jessica Schuster, Department of Administrative Services • Kalinda Watson, Department of Commerce
Where’s I.T. ?
Business Case • The Department of Administrative Services (DAS), Office of
Information Technology (OIT) offers several IT services to all state agencies. However, an end-user (outside of DAS-OIT) seemingly needs to understand the organizational structure to determine where to go on the webpage or who to call in the office in an attempt to find the correct contact who can speak to services provided. DAS’ website displays its IT services but it is neither user-friendly nor categorized at an appropriate level. Users often miss opportunities to use DAS’ services and the DAS Advertising Project was initiated to alleviate this problem.
• DAS-OIT has various work units that can offer a multitude of beneficial services to end-users outside of IT. However, the end-user outside of IT does not currently have a single portal as a "go to" in order to ascertain whether the service they need is available, what the cost might be and/or a point of contact to discuss implementation/integration of any such service (i.e., pre-requisite software or hardware necessary prior to implementation, etc.).
Service Catalog (As Is)
Project Exercise After establishing the business case for this project, we decided to
conduct a Heuristic evaluation to see if what we perceived was accurate. The following are hypothetical scenarios that were presented to the team members to see if they could find the IT services applicable to their situation and how much time it took them.
Scenario #1
– I travel all over the state; my work is at the office. How can I access my work from remote locations?
Scenario #2
– Recently, I received a grant for my project. The project needs to use an application that only runs on the UNIX platform. It also needs secure storage abilities.
Scenario #3
– I am interested in having a windows server with an economical backup solution that allows for recovery. It should be as eco-friendly as possible. High performance (speed) is not a primary factor.
Project Exercise Project Exercise Results
– We found that unless the user was IT centric or familiar with DAS’ offerings, it was very difficult to get to the required services.
– The naming conventions used for the services offered did not make sense to the typical end user (as they are not IT workers).
– Users needed to go through the entire service catalog to find the service desired.
Fishbone
Project Scope
The project objective is to increase awareness of IT services offered by DAS OIT.
• Conditions of satisfaction include:
– A customer-friendly service catalog displayed on a webpage.
– An intake form for potential customers created to align DAS OIT services with request.
– A baseline established to measure webpage “hits”. Six months after implementation of recommendations, use website counter to measure activity.
– Project completed by November 9, 2010.
Project Out-of-Scope
• The focus of this project is to market the IT services that DAS provides for other agencies which is a repeatable process; however, other services offered by DAS are out of scope for this project.
• There will not be web hosting of the intake form.
• Only small scale business services package will be displayed, other packages are not within the scope of this project.
Work Breakdown Structure
Project Risk
• Schedule conflicts: students’ personal schedules, work load, and resources.
• Agencies direction might change from the time we gather the requirements until the time the project is implemented.
• Administration changes could impact completion of project.
• Technology changes.
Risk Breakdown Structure
Project Costs
Initial Cost Projections
Fixed Costs: $7,500.00 A blended rate of $50 x 150hrs
Material Costs $0.00
Contractor Costs $0.00
Total Project Cost $7,500.00
Final Costs
Fixed Costs: $9,500.00
Material Costs $0.00
Contractor Costs $0.00
Total Project Cost $9,500.00
Communication Plan
Project Recommendations
• Ad Campaign
– To increase visibility through an email ad campaign and better inform individuals/agencies of service offerings.
Project Recommendations
• Intake Form
– To properly assess potential customers’ needs.
Intake Form
Project Recommendations
• Service Catalog
– To improve the current IT Service Catalog by making it more user-friendly (organizing the categories of service and named in a way that is more descriptive).
Service Catalog
Project Recommendations
• IT Service Bundle
– To create an initial service offering that captures what most business units are interested in obtaining.
Lessons Learned
• Project vs. product documentation
• Course tasks vs. project implementation
• Group dynamics
• Assigning tasks vs. assigning roles
